How to Create a Follow-up Ticket

 

Overview: A follow-up Ticket can be created if you need to submit a request which is related to an earlier request which is now in the Closed Status.  Creating a follow-up ticket makes it easy to identify the Closed ticket it is related to.

Steps:

1. Click on “Check your Existing Request” tab
Follow-up_1.png
 
2. Click on “View your Recently solved and closed tickets” link on the right widgetFollow-up_2.png
 
3. Locate the Closed Ticket you want to make a follow up on from the list of Closed ticketsFollow-up_3.png
 
4. Click on Ticket Subject to Open Ticket Page
 
5. Scroll to bottom of Ticket PageFollow-up_4.png
 
6. Click on “Create a follow-up” Link
 
7. The ticket creation page opens filling in the following information from the Closed ticket
     a. Product and Software Version
     b. Subject
Follow-up_5.png
 
8. Provide the following information
     a. Request Priority – refer to the SLA agreement
     b. Details – provide details on the issue or reason why a follow-up is being created
 
9. Click Submit

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